Senior Client Operations Lead, Investor Services

CLIENT OPERATIONS MANAGER

Location: Boston, MA (4 days in office expectation).

Responsibilities

• Own the end-to-end service relationship for premier clients across all operational deliverables and service interactions.
• Serve as the primary operational contact for client inquiries, issue management, and service‑related matters.
• Build and maintain strong relationships with senior client stakeholders, including leaders responsible for Transfer Agency oversight.
• Lead and coordinate the operational delivery of client change initiatives, ensuring effective execution and minimal disruption.
• Identify service issues, emerging risks, and opportunities for process improvement, and drive actions to resolution.
• Participate in and lead regular client service review meetings to discuss performance, priorities, and improvement opportunities.
• Deliver peer benchmarking insights and operational data to support client discussions and identify service enhancements.
• Promote greater efficiency and scalability by reducing manual processes and supporting alignment to standard operating models.
• Manage client escalations through investigation, root‑cause analysis, action planning, and follow‑through.

Qualifications

• Bachelor’s degree or equivalent relevant experience.
• Experience in client operations, fund services, transfer agency, or a related financial services environment.
• Demonstrated experience managing client relationships and supporting complex service delivery models.
• Experience leading or supporting operational change initiatives.
• Strong understanding of client servicing, operational processes, and service delivery controls.
• Experience using performance metrics, KPI reporting, and data‑driven insights to support decision‑making.

Required Skills

• Strong client relationship management skills.
• Excellent written and verbal communication skills.
• Strong analytical and problem‑solving skills.
• Effective issue and escalation management capability.
• Ability to collaborate across functions and influence stakeholders.
• Strong organizational and prioritization skills.
• Proactive and client‑focused approach.

Preferred Qualifications

• Experience interacting with senior client stakeholders.
• Knowledge of Transfer Agency operations and oversight.
• Experience with benchmarking, service reviews, and continuous improvement initiatives.
• Ability to identify opportunities for standardisation, automation, and service enhancement.

Success Measures

• Timely and accurate delivery of client commitments.
• Effective management of inquiries and escalations.
• Successful implementation of client change initiatives.
• Delivery of actionable benchmarking and performance insights.
• Improvement in service quality, efficiency, and client satisfaction.

Benefits and Compensation

BNY offers highly competitive compensation, benefits, and well‑being programs rooted in a strong culture of excellence and our pay‑for‑performance philosophy. The base salary for this position is at the market level and is determined by market data, job‑related knowledge, skills, and experience. Eligible employees may participate in 401(k) plans, Company‑sponsored medical, dental, vision, and basic life insurance plans for the employee and eligible dependents, and other benefits such as paid time off, vacation, sick leave, and paid volunteer time. Base salary and total rewards may vary based on location and individual performance. All employees have the opportunity to receive an annual discretionary incentive award.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

All positions are at‑will and may be modified at any time by the Company for reasons related to performance, market factors, or other legitimate business purposes.